6. RESULTADOS Y DISCUSIÓN
6.4. Actividad antioxidante de los extractos de propóleos
The Awarded Vendor shall operate and maintain an EBT Call Center as required by State of Texas and federal regulations. The primary and back-up EBT Call Centers must be located in the continental United States with the back-up Call Center not less than 200 miles from the primary Call Center. The function of the EBT Call Center is to provide customer service to clients participating in the Lone Star EBT Program. The Help Desk receives, answers, and/or routes calls from clients contacting the EBT Call Center for information, training, to report or resolve a problem, or for general inquiry purposes.
For the purpose of responding to this RFP, historical information on the types, average length, and numbers of calls that are handled by the Help Desk is presented in RFP Appendix 6.13.
The Awarded Vendor shall maintain the state-owned, toll-free Help Desk number. Currently, 1-800-777-7328 connects callers to the Help Desk. All services offered by the Help Desk must be accessible by touch-tone and rotary dial telephones.
The Help Desk must accept calls from:
• clients who are deaf/hard of hearing/speech impaired who call through relay services such as Video Relay Service, TTY relay, IP Relay, Captioned relay, etc.; and
• payphones.
2.5.1.1. Operational Availability and Language Support (A) Operational Availability
The EBT Call Center must be available seven (7) days per week, twenty-four (24) hours per day for select services. The Awarded Vendor must maintain staffing levels on the
Help Desk so that clients are able to reach a live associate seven (7) days per week, twenty-four (24) hours per day (reference table in RFP Section 2.5.1.4). See RFP Appendix 6.13 for a sample client help desk statistical report.
(B) Language Support
EBT Call Center services, whether obtained through the Interactive Voice Response (IVR) units or from a Customer Service Associate (CSA), shall be available in English and Spanish (Spanish as it is spoken in Texas). Additional languages may be added in the future at the request of HHSC. Respondent must describe its approach for
accepting calls from clients who speak a language other than English or Spanish. 2.5.1.2. Operational Requirements
Respondents must describe their processes and methodology for ensuring all calls received at the Help Desk are answered, recorded, logged, prioritized, routed, tracked, reported, resolved, and closed. The Awarded Vendor must provide call center software and hardware at its own expense.
Client calls shall be handled according to call procedures approved by HHSC. Detailed in the Call Procedures Manual will be all procedures for handling each type of call including specific circumstances wherein the Help Desk shall refer clients to the HHSC local offices. In addition, the manual will clearly describe escalation procedures to ensure all client problems, concerns, and/or issues are resolved in a timely, efficient, and courteous manner. Closure on a call occurs when the call has been correctly resolved according to the Call Procedures Manual. Included in the Call Procedures Manual shall be processes to allow for ongoing quality assurance and joint continuous improvement efforts through client call monitoring, training and performance reporting.
All calls will be audio-recorded and will be logged. Each recording must include the date and time of the call. The tape or electronic recording of each call shall be maintained and remain accessible for a period of six (6) months. Recorded calls shall be archived after three (3) months. Archived call retrieval time shall be no more than five (5) business days. Recorded calls must be available for HHSC online access for a
minimum of three (3) months. Archived calls must be submitted to HHSC upon request in a usable format. Respondents must provide a complete description as to the exact method by which calls will be retrieved.
Online access by HHSC staff to EBT Call Center operations (real time staffing levels, client/retailer queues, and historical performance statistics) is desirable, but not mandatory. In their response, Respondents are encouraged to discuss the options available to HHSC for online access. HHSC requires the ability to monitor Call Center performance and validation of performance reporting. Conducting periodic after-call customer satisfaction surveys is desirable but not required.
HHSC requires functionality that would allow temporary messages to be added to the IVR system greeting in special situations, such as, disaster information, new program or service information. Respondents shall address their processes and methodology for adding special or temporary messages to the system greeting.
The Respondent must describe its processes and methodology for handling unexpected and expected high call volumes or handling calls during peak periods such as on benefit issuance days. Issuance of SNAP benefits is based on the last digit of the EDG Number and occurs within the first fifteen (15) days of each month. TANF benefits are issued within the first three (3) days of each month based on the last digit of the EDG Number. Hence call volume is highest within the first several days of each month. For an
historical representation of calls during peak periods, refer to the Sample Client Help Desk Statistical Report in RFP Appendix 6.13.
Due to unforeseen service interruptions or other factors/events, call volumes may, at times, be heavier than anticipated. To ensure that all clients receive services in a timely and cost-effective manner, the Awarded Vendor must have as an option in its IVR and CSA procedures, a method of establishing and implementing a call priority answering hierarchy. This hierarchy of calls consists of the following:
• Lost or stolen cards - (twenty-four (24) hours per day, seven (7) days per week). • No card number entered (call routed to CSA) - (twenty-four (24) hours per day,
seven (7) days per week).
In addition to describing their business processes and methodology, Respondents must identify their relevant resources for supporting the EBT Call Center. At a minimum, Respondents must identify and/or describe the following:
• The number of proposed Customer Service Associates (CSA), including the average number of CSAs and the number of CSAs that will be dedicated to taking calls during peak call periods;
• Of the proposed CSA staff, identify the number of CSAs dedicated to this project*;
• Of the proposed CSA staff, identify the number of CSAs shared with other projects;
• Describe hardware environment, including but not limited to telephony, telecom switch, backbone, LAN and WAN;
• Describe software environment, including but not limited to predictive dialing and automatic call distributor;
• Describe method of Telecommunication forecasting; • Describe queuing system method;
• Describe workforce management software, if used; and
• Describe approach to contract management (i.e., quality control, subcontract management, and interface with other vendors).
*HHSC makes no representation that dedicated CSAs are mandatory, but recognizes their value.
2.5.1.3. Interactive Voice Response (IVR) Unit
To ensure that all calls are answered in a time-sensitive and cost-effective manner, Respondents must propose IVR service that initially answers all calls. The client IVR must provide callers with options for service in both English and Spanish (Spanish as spoken in Texas). Depending on the type of service requested, the call can be serviced through the IVR or by a CSA. The IVR must respond to “keyed” commands from clients using touch-tone phones.
The IVR is not required to respond to voice commands. Respondents may describe their capabilities and pricing for responding to voice commands.
The IVR must prompt the caller to indicate if the caller is using a touch-tone telephone. If the caller is not using a touch-tone telephone, the call must be routed to a CSA. If the caller is using a touch-tone telephone, the IVR will prompt and provide services in either English or Spanish (Spanish as spoken in Texas).
For the purpose of responding to this RFP, representative samples of IVR call flow are provided in the online Procurement Library (see RFP Section 2.2.1). Awarded Vendor must follow the scripts, which will be provided by HHSC after contract award. The Respondent may recommend improvements, which may be approved by HHSC. IVR reporting will include but is not limited to the number of total IVR calls and the number of calls received for each type of call request (e.g., PIN selection).
2.5.1.4. Help Desk Services (A) Client Help Desk Services
Clients calling the Help Desk shall be greeted by the IVR and shall be required to enter their 19-digit card number to enter the system. After successful entry and receipt of the card number, the IVR shall provide clients with options to get additional information or assistance.
Clients without a card or unable to enter the card number shall default to a CSA. Prior to a CSA providing any account information to a client, the associate must verify the
authentication of the client. HHSC will provide the necessary data elements for authentication to the Awarded Vendor.
General Help Desk services and the hours that services are to be available to clients through the client IVR or client CSA are set forth in the following table.
Client Help Desk Services
Services Description Service
Provider
Hours of Operation (Central Time)
IVR CSA 8am–7pm
Mon-Fri
7 x 24 Accept report of
lost, stolen or damaged card
Perform inquiry on Host EBT system to access client account
Disable card on Host EBT system Obtain detailed information on last transaction (e.g., site/location, transaction type, amount, date) Provide client with information on replacement (card processed immediately, and then mailed) The Awarded Vendor must have the capability to mail replacement cards to clients who have moved out of state.
X X
Client unable to enter card number in IVR
Call routed to CSA X X
Provide account balance information
Perform inquiry on the Host EBT system to determine "real-time” balance
X X
Provide transaction history
Perform inquiry on the Host EBT system to determine last 10 transactions for each account
(transaction history limited to last two (2) calendar months)
Route client requests for additional information to Awarded Vendor’s staff that handle such inquiries
X X
Provide information on card
replacements (for cards not received)
Perform inquiry on Host EBT system to access client account
Determine when card order was processed
Explain process and time frames for card replacements X X Provide assistance with secondary cardholder procedure
Explain secondary cardholder procedure and client liability for selecting a secondary cardholder
X X
Provide assistance with secondary cardholder application
Accept and record client request for secondary cardholder application Route requests to Awarded Vendor’s staff that processes secondary cardholder applications
Client Help Desk Services
Services Description Service
Provider
Hours of Operation (Central Time)
IVR CSA 8am–7pm
Mon-Fri
7 x 24 Provide card
registration (activation)
Perform inquiry on Host EBT system to access client account
Register card on Host EBT system
X X
Accept complaints from clients
regarding disputed transactions
Perform inquiry on the Host EBT system to access client account Gather information about the disputed transaction (e.g., date, type, amount, circumstances of complaint)
Route client information to Awarded Vendor’s staff that investigate complaints regarding disputed transactions
X X
Accept complaints from clients on the EBT program
Document EBT complaint Forward information by email to HHSC/LSBS Program Operations office by close of business
X X
PIN selection and change
Personal Identification Number (PIN) selection and change performed through the IVR only
X X
Provide training assistance
Training on the use of the Lone Star Card
X X
Respondents are encouraged to offer service improvements and alternate solutions. (B) Secondary Cardholders
Under the Lone Star EBT program, clients have the ability to designate a second person to have access to their account. Referred to as a Secondary Cardholder, this individual receives a card and PIN and has access to the client’s account. Primary and secondary cards each have a separate PIN.
The Awarded Vendor must respond to client requests for a Secondary Cardholder. This includes providing general and liability information and mailing the Secondary
Cardholder application to the client.
NOTE: A Secondary Cardholder is not the same as an Authorized Representative or a Protective Payee.
(C) Performance Standards/Service Level Requirements
Performance standards regarding the number of seconds prior to the call being answered and the average time a caller is on hold will be consistent with the following standards for customer services. These minimum standards include, but are not limited to:
Call Answer Rates (these performance standards shall be measured on a calendar week basis):
• Ninety-eight percent (98%) of all calls received (client and retailer IVR) must be answered within twenty (20) seconds.
• Ninety-six percent (96%) of associate-assisted client calls must be answered within sixty (60) seconds of call transfer to a queue for CSA handling. Ninety- eight percent (98%) must be answered within ninety (90) seconds of call transfer. All remaining calls must be answered within one hundred twenty (120) seconds of call transfer, not including calls abandoned by the caller prior to 120 seconds. • One hundred percent (100%) of client and retailer IVR callers must receive an
automated response within five (5) seconds of the time a menu selection is made during each call.
The Call Center must have the capacity to sustain a minimum of four hundred (400) in- bound call connections at any given time without a busy signal. Lost and stolen card requests will be given top priority in the Client Help Desk call wait queue.
A call automatically placed on hold prior to the caller receiving a prompt for caller response does not meet the definition of “answered” for the purposes of this Contract. Respondents must define the action to be taken in the event of a system overload and document their contingency plan in the event of a system overload.
If the Respondent proposes standards different than those listed above, the Respondent must provide reasons and documentation for the alternative standards. Final
performance standards will be negotiated with the Awarded Vendor.
Respondents must describe their plan for meeting the performance requirements. Respondents must include anticipated sizing and configurations in their discussion.
Respondents must provide mechanisms to report on these performance standards. All plans and mechanisms to be used for reporting shall be subject to approval from HHSC. The Awarded Vendor must submit periodic call management reports as required by HHSC for the purpose of contract monitoring. A sample client help desk statistical report with data elements and frequency requirements is presented in RFP Appendix 6.13. This and other required reports are considered high impact. Additional reports or report modifications may be required in the future at the Awarded Vendor’s expense.
2.5.1.5. Vendor Client Portal
The Respondent must include an EBT Client Portal in its proposal for the EBT-4 system. The banners, logos, images, and labels must be approved by HHSC. The portal must be accessible in both English and Spanish. The portal shall be accessible by clients using the public Internet and must provide security to ensure that individual client records are available only to an authorized user and that all physical components of the
EBT-4 system and all data and information housed by the system are fully protected against “hacking” and other unauthorized access.
The EBT-4 Client Portal must comply with federal and state accessibility requirements of the Americans with Disabilities Act of 1990, as amended, Section 508 of the
Rehabilitation Act of 1973, as amended, at http://www.section508.gov/Section-508-Of- The-Rehabilitation-Act and the Texas Administrative Code
at http://info.sos.state.tx.us/pls/pub/readtac$ext.TacPage?sl=R&app=9&p_dir=&p_rloc= &p_tloc=&p_ploc=&pg=1&p_tac=&ti=1&pt=10&ch=206&rl=50. Before Respondent's Proposal is accepted, HHSC will review Respondent's solution to determine whether or not it meets accessibility requirements (see RFP Appendix 6.2). Any future changes to the EBT-4 Client Portal shall comply with accessibility requirements and shall be subject to HHSC review for such compliance.
A detailed description of the Respondent’s proposed Client Portal and screen shots must be included in its response to this RFP. At a minimum, clients who obtain access to the Awarded Vendor’s Client Portal must have the ability to report their EBT cards as lost, damaged or stolen; change their PINs; obtain their current SNAP and TANF balances; view the details of SNAP and/or TANF benefits that have been loaded in the EBT-4 system but are not yet accessible; and view/print EBT SNAP and TANF transaction history.
The Awarded Vendor will be required to provide reports on usage of the Client Portal. Such reports shall include data on the total number of clients accessing the portal during a reporting period and a breakdown of the number of users that access the portal
provided by function(s) they used.
The pricing for implementing and operating an EBT Client Portal as described in this section (RFP Section 2.5.1.5) must be included in the cost per case month (CPCM) pricing with the Respondents Cost Proposal.
2.5.1.6. HHSC-Branded Client Portal (Optional)
The Respondent must include a separate one-time price in the Cost Proposal for modification of all EBT Client Portal web pages in a manner such that clients who visit the site will be presented with only pages that are fully “branded” with HHSC-provided banners, logos, images, labels and wording as opposed to the vendor-proposed banners, logos, images, labels and wording included in the Awarded Vendor’s solution described in RFP Section 2.5.1.5 above. The Respondent must include a narrative describing the approach that will be taken to meet this requirement if this option is selected by HHSC. This is a one-time cost option that must be priced separately in the Respondent’s Cost Proposal (see Table 6 in RFP Attachment A).
2.5.1.7. HHSC Self-Service Portal (SSP) Data Exchange HHSC has designed and implemented an HHSC Self-Service Client
Portal, https://www.yourtexasbenefits.com. The portal is intended to provide a single point of entry for clients that apply for HHSC benefit programs. The HHSC Client Portal includes the capability for clients to establish a single portal “identity” and password for
use in accessing any agency database or resource for which they have been authorized. It is based on IBM’s Tivoli Identity Manager “federated” identity management system. The Awarded Vendor must work with HHSC to design, implement and provide
production support for software to transfer cardholder data to the HHSC Self-Service Client Portal on behalf of Texas EBT cardholders. The provided data will include cardholder case balances and no less than 30 days of transaction history for all EBT cases associated with a given card number and PIN. The agreed-upon solution must support PIN decryption using Triple DES standards, or an FNS-approved alternative, in addition to secure encryption of the data transmission. If this optional capability is implemented, HHSC will make the necessary changes to the HHSC Self-Service Client Portal to provide authenticated users with the ability to enter an EBT card number and